AccountId: 011433970860
ContactId: 04f6ca2e-281e-4208-a487-098709cf6b28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285859 ms
Total Talk Time (AGENT): 118200 ms
Total Talk Time (CUSTOMER): 128314 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/04f6ca2e-281e-4208-a487-098709cf6b28_20250404T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning [PII]. I called earlier this week regarding a letter that my mother received for.
[CUSTOMER][NEUTRAL] Um, an outstanding unclaimed check, and I explained to whomever I spoke to that she passed away in [PII]. The date of the check was [PII] and I just wanted to see if anything had happened or where we're at with it because it looks like I only have until the [PII] until it's turned over for state unclaimed property.
[AGENT][NEUTRAL] OK. Do you happen to have a policy number or?
[CUSTOMER][NEUTRAL] Yes ma'am, I do you let me know when you're ready.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it's 907-477.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, what was your mom's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] is the name and date of birth is [PII].
[AGENT][NEUTRAL] OK. And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII], and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, my desk phone is fine. I'm gonna be here all day, so it's [PII].
[CUSTOMER][NEUTRAL] [PII] and probably tomorrow for that matter.
[AGENT][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] It's been one of those weeks.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me just one second, let me check.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And she is in a meeting.
[AGENT][NEUTRAL] What I can do, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just let me send you.
[CUSTOMER][NEGATIVE] Oh funny somebody's calling me from you on the other line. I'm just gonna decline that call yeah that's OK they may have may have gotten because I was putting in my well I was putting in my phone number for a call back.
[AGENT][NEUTRAL] Oh really?
[AGENT][NEUTRAL] No, because they may have an answer.
[CUSTOMER][NEUTRAL] Like in the queue when you picked up, so I think maybe it just got in that's all it's fine.
[AGENT][NEUTRAL] Oh, got you.
[AGENT][POSITIVE] OK. Sorry about that.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, you're gonna have to go. Excuse me. I'm so sorry. She's gonna sit by me, she's gonna have to be quiet.
[CUSTOMER][POSITIVE] No, it's OK. Oh, I get it, no problem.
[AGENT][NEUTRAL] My guard dog
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And they don't bark all day long until you get on the phone and then they start barking.
[AGENT][NEGATIVE] Exactly, and then you're like, oh my gosh, you panic. What I'm gonna do is
[AGENT][NEUTRAL] Let me send an email to the lady that handles that.
[AGENT][NEUTRAL] And um I'm just gonna give me, give her your callback number. I see we have your email at [PII] and your callback number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's perfect.
[CUSTOMER][NEUTRAL] Yeah, that's my cell so either one is fine.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. That's what was in the notes. I was just going by that. I'll put those numbers in there. And what was the check number? Do you have that check?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, I sure do. Let's see, check number 1472436.
[AGENT][NEUTRAL] Number
[AGENT][NEUTRAL] OK, so what was the date that the check was issued? I'm just gonna get all that information.
[CUSTOMER][NEUTRAL] No, you're fine. Uh, it was issued [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What was that amount?
[CUSTOMER][NEUTRAL] Amount was 93,680.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am going to send an email to the lady that handles the unclaimed checks and ask her to give you a call back today if possible.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's fine, thank you so much.
[AGENT][POSITIVE] Uh, my pleasure. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that should do it. Have a great weekend.
[AGENT][POSITIVE] I hope you have a great weekend as well. I hope you get away from your desk sometime soon.
[CUSTOMER][NEUTRAL] I'm gonna try.
[AGENT][POSITIVE] It's been a pleasure to assist you, Ms. [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm bye bye.